Customer Service Home Health

JOAN RUBANO

Home Phone: 707-***-**** (landline – do not text this #) Email: *************@*****.***

PROFESSIONAL EXPERIENCE

Aug 2022 – Dec 2022 HOSPICE TEAM MANAGER – Vitas Hospice

Manage a team of nurses (RN &LVN) & home health aide, assist patients/caregivers & families in decision making and providing customer service support. Coordinate care between all members of the interdisciplinary team, provide education to team members as needed & foster effective communication regarding processes, roles, areas for improvement & customer satisfaction. Focus on excellence in care by providing care with compassion, dignity & active listening/presence.

March 2020 – July 2022 HOSPICE ADMISSION NURSE / HOSPICE LIAISON - Providence / St Joseph’s (formerly Collabria Care Hospice)

Admissions Nurse at Collabria Hospice – conducted initial assessments of patients, discussed hospice philosophy/goals of care, ensured “comfort kit” was ordered & all medications were reconciled & reviewed with patient/families upon admission. Discussed decision making in regards to POLST/Advanced Directives & provided physical, mental, emotional & spiritual support to patients/caregivers/families. Ensured preliminary equipment & supplies were ordered/delivered and provided needed documentation for follow up by RNCM in a cohesive and concise manner.

2019 INTERIM CLINIC MANAGER - The Tamalpais:

Contract position focusing on change management, improving processes, & creating structures to improve flow of work, facilitate communication & enhance teamwork/leadership for multidisciplinary staff at a clinic within a long term senior care community. Provided organizational change management processes to improve workflow between 3 Clinic doctors, 2 Registered Nurses, 1-2 Unit Assistants & 1 Medical Assistant. Facilitated communication strategies, organized systems, enhanced teamwork & promoted leadership development. Fostered an environment of professional practice, high quality & consistent procedures to achieve the best outcomes & customer service for residents and to improve engagement & work effectiveness for all employees in the Clinic.

1988 to 2018 ICU & TELEMETRY STAFF/CHARGE RN – Stanford Healthcare:

Provided comprehensive 1:1 care for post-operative open heart/vascular surgery & medical pts.

April 2011 to Dec 2013 PATIENT CARE COORDINATOR – Kaiser Permanente (Vacaville):

Provided discharge planning coordination for multiple patients – required effective communication between physicians, nurses, social workers, palliative/hospice care providers, physical therapy and other ancillary services to determine patient needs before return to home.

2009 ICU STAFF (per diem) - UCSF Healthcare / Mt. Zion Campus (San Francisco)

Provided comprehensive 1:1 care for a variety of surgical/neuro-trauma patients.

2008 ICU STAFF (per diem) - Kaiser Permanente (San Francisco)

Provided comprehensive 1:1 care for post-operative open heart/vascular surgery and medical patients.

CONTRACT POSITIONS

TRAINER / Sutter Health Care

Independent interim trainer for the Institute of Leadership & Management Development. Provided training to Supervisors, Managers & Assistant Managers from various departments within the hospital setting. Training topics included the following: Conflict Management, Performance Management, Behavioral Interviewing, Coaching & Delegation, Teamwork/Effective Meetings & Rewards/Recognition.

PROJECT ASSISTANT / Murphy Consulting

Project Assistant for an independent consultant, Mary Lou Murphy, MSN, RN. Assisted in assessing the causes for job dissatisfaction (based on previous hospital suvey) within a clinical department at a large medical center. Participated in focus group discussions for staff & managers. Analyzed & compiled a list of themes & needs related to trust, respect, accountability, communication/decision making & recognition/career development-education.

TRAINER / Sharp Health Care

Independent consulting project – Presented the basic elements/meanings of the Myers-Briggs Type Indicator for three separate groups of clinical Team Leads. Delivered an interpersonal communication & team development session for a group of Directors using the Myers-Briggs Type Indicator as it applied to individual team members & team type as a whole.

EDUCATION

MSOD - Master’s Degree in Organization Development – University of San Francisco

BSN – Bachelor of Science in Nursing – University of Arizona

COMPUTER SKILLS

Word, PowerPoint, Outlook, & Excel

EPIC (hospice & hospital

HISTORY OF PROFESSIONAL AFFILIATIONS

American Nurses Association (ANA)

American Holistic Nurses Association (AHNA)

Institute of Noetic Science (IONS)

Association of California Nurse Leaders (ACNL)

American Society for Training & Development (ASTD)

Bay Area Organization Development Network (BAODN)

American Association of Critical Care Nurses (AACN)

CERTIFICATIONS

Holistic Nursing (AHNA) / HNB – BC - current

Companion Animal End of Life Doula

Basic Cardiac Life Support (BCLS) – current

Advanced Cardiac Life Support (ACLS) (expired)

Critical Care Registered Nurse (CCRN) certification (expired)

Myer’s-Briggs Type Indicator (MBTI)

Spiritual Life Coach

Creative Grief Coach

Jin Shin Jyutsu (people & pets)

Alchemical Hypnotherapy Practitioner

Therapeutic Yoga

Pranic Healing – Level 1

Reiki – Level 1 & Level 2 (people & pets)

VOLUNTEER POSITIONS

Comfort Zone Camp - providing grief support, positive activities, & coping skills for children who have experienced death of loved ones

Project Sunshine - providing support activities for hospitalized children & caretakers

ChildHaven – shelter for abused children that offers assistance to kids & their families

GiantSteps – therapeutic horse riding program for children with developmental disabilities

Sunrise Horse Rescue – provide care & feeding for abandoned or distressed horses

BrightHaven- provide care & feeding for abandoned, abused, disabled or elderly cats, dogs & horses

PanCAN – participate in activities to raise money for families affected by pancreatic cancer

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